Course Outline

Course Overview

The Service Offerings & Agreements course is part of the ITIL® v3 Intermediate Capability certification stream. The course prepares candidates to take the ITIL® v3 Service Offerings & Agreements Intermediate exam. NOTE: This course will earn you 28 PDUs.

Who Should Attend

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Service Offerings & Agreements cluster of processes and functions.

Course Objectives

At completion of this course, you will learn:
- The purpose, goal and objectives of the Service Level Management (SLM) process
- The concept of Service Management as a practice
- The functions & processes across the Lifecycle
- The Service Portfolio and its relationship with the Service Catalogue and Service Pipeline
- The purpose, goal and objectives of Service Catalog Management
- The purpose, goal and objectives of Demand Management
- The purpose, goal and objectives of Supplier Management
- The purpose, goal and objectives of Financial Management
- Technology Implementation considerations